DRAFT: CT UR Resolution Policy
Update Request Resolution Policy
Connecticut follows the USA standard for Update Requests (URs) outlined HERE. Following are expanded guidelines for managing the lifecycle of a UR.
Connecticut has adopted a 1/4/7 day schedule when responding to Update Requests.
DAY 1
Our goal is to respond to new URs within 24 hours. If the solution is obvious, fix the issue, leave a comment, and close out the report as "Solved". Otherwise, if there's ANY ambiguity to the problem, leave a comment asking for further clarification. This starts the UR response clock as Day 1.
DAY 4
If the reporter hasn't responded within 4 days of the initial comment, leave a reminder comment that additional information is required to resolve the report and it will be closed soon if there is no response.
If the reporter replies with the required information, the issue is resolved and the report is closed as appropriate. If further clarification is still required, the response clock starts over at Day 1 as the editor awaits new information.
DAY 7
If the reporter does not responded after 7 days from the initial editor comment, leave a comment letting the reported know the report is being closed, and save the report as "Not identified".
If you find a UR which is older than 7 days which has not been touched by another editor but requires additional information to resolve, apologize for the late response and ask if the reporter still remembers the problem and can clarify. This starts the UR response clock as Day 1.